Is it time to sack your IT ‘support’ company?

Frustrated teacher

Does your IT support company think that they are there to support IT or teaching and learning?

Here is how you can tell and what to do about it.

I.T Company

I receive at least one email a day from a school or business asking for advice about how to handle their IT support company.

Generally the issue relates to the support company not giving schools access to one of three areas:

  • Access to data
  • Access to account dashboards (Google Apps or O365 admin settings)
  • Insisting on hardware that is no longer needed with cloud based services.

Regardless of the issue, generally the underlying motivation of the IT company is that they are simply trying to tie you into their services.

If the IT company can do this, it will make it harder for you to control the direction of future expenditure (moving away from services that generate the company revenue), and harder for you to take your business somewhere else.

How to protect yourself

You should always have at least one representative in your school or business that has full access to all your accounts.

Here’s why:

1. You own the deployment, data, and software. If something goes wrong, the you will be held responsible by the community, parents, employees etc not the I.T company. Sure, you can point the finger and try and hold the I.T company accountable, but ultimately the public accountability lies with you.

If you are in a school, you want to make sure that your cloud services meets the policies of the school and relevant Education Department. However this shouldn’t be a rigid framework that is inflexible and able to adapt as technology progresses.

Too often schools are locked into old frameworks that empower the I.T company to make decisions on behalf of the school.

The upside of this is that a second layer of protection is provided, the downside is that creativity and innovation is inhibited. You need to decide which one you value more.

2. In a school, Google Apps and O365 deployments are incredibly flexible and can be adapted to support teaching and learning that takes place within your school culture. The IT company needs to understand that they are there to support learning outcomes, not control how the school functions and how learning can take place. (Replace the words school with business and you have the same result).

3. You want to be able to make changes quickly. One of the biggest frustrations of teachers at staff development days is that I will be demonstrating a tool and they are denied access to this tool. To gain access they have to pass their request down a long chain of command which ultimately lands on the desk of the I.T manager who then asks the teacher to justify their request.

By now the opportunity is lost and the teacher soon learns not to ask for permission from the IT company to teach in innovative ways.

4. You want to have access to real time reports on data use, document creation etc. Accessing these reports can help you better understand how technology is being embedded into your pedagogy, target your Professional Development on tools that are not being utilised as well as update policies and procedures according to hard data.

When you have at least one representative from your school or company who has full access to your accounts you are empowered to make decisions and negotiate better outcomes.

The purpose of having access to the account is not to manage those accounts, rather it is to manage your negotiating power with the support company.

If your IT support company forgets that they have the word support in their name, you can lock them out of the accounts while you negotiate a resolution or transfer your business to a company that truly does act in a supportive role.

There are some fantastic I.T Support Companies around. They work with you, not control you. They have no need to lock you into ridiculous contracts. If they did their job you would never leave. They get the fact that they are there to support you, not control you.

If you would like me to recommend some companies I have dealt with just let me know in the comment section below.

So, is it time to sack your IT support company?

Related Post

Introducing Chromebook Screencast

Introducing Chromebook Screencast

Screen recording is now a native tool inside the Chromebook  Screen recording is one of those tools that can be used by teachers and students in a variety of ways to help impact teaching and learning. Chromebooks now have a screen recording tool that is a part of the Chromebook’s built-in tools. Read on to

Windows 11 Copilot

Windows 11 Copilot: Embrace with Confidence

Demystifying AI in the Workplace: Embrace Windows 11 Copilot with Confidence With Microsoft’s Windows 11 Copilot making its mark across various business applications like Dynamics 365, Viva Sales, and the Microsoft Power Platform, it’s time for IT professionals to shed their apprehensions and explore how AI can be a game-changer in the workplace. In today’s


How well do you use the
Apple Apps Google Workspace Microsoft 365
tools in your workplace?

Find out if you’re working with the tools OR if you’ve got the
tools working for you.

Using Apple Apps, Google Workspace or Microsoft 365?

What Type of user are you?

🫣 Entry User | 🤹 Skilled User | 👑 Elite User

Take the quiz to find out. 

Privacy Policy

Using Technology Better Privacy Commitment


We hold the privacy of your personal information in the highest regard.

Using Technology Better regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Using Technology Better users, and conforms to Internet privacy standards.

This policy will be continuously assessed against new technologies, business practices and our customers’ needs.

If you have questions or concerns regarding this statement, you should first contact the support team on our Contact Us Page.

Collection of Information

In order to use the Using Technology Better website, we may require information from you in order to provide the best service possible.

All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email.

Any information collected by Using Technology Better is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website.

Visitors and customers of will have their information shared back to DAIWABO INFORMATION SYSTEM CO., LTD. and DIS Service & Solution Co., Ltd.

Use of Collection Information

Any details collected from Using Technology Better customers is required in order to provide you with our

products and/or services, and a high level of customer service.

Correspondence is recorded in order to provide service references, and to assist in our staff development.

Web Site Use Information

Similar to other commercial Web sites, our Web sites utilize a standard technology called “cookies” (see explanation below, “What Are Cookies?”) and web server log files to collect information about how our Web site is used.

Information gathered through cookies and Web server logs may include the date and time of visits, the pages viewed, time spent at our Web site, and the Web sites visited just before and just after our Web site.

Storage of Collected Information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL).

When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

If you have any questions about security on our Website, you can email us at <ContactEmail>.

Access to Collected Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at <ContactEmail>.


If you purchase a product or service from us, we may request certain personally identifiable information from you.

You may be required to provide contact information such as:



Postal address

Your school or organisation

Financial information (such as credit card number, expiration date, name on card, card billing address).

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.


Using Technology Better uses personally identifiable information for essential communications, such as


Accounts information

Critical service details.

We may also use this information for other purposes, including some promotional Emails.

If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by contacting support.

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties

Using Technology Better may at its discretion use other third parties to provide essential services on our site or for our business processes.

We may share your details as necessary for the third party to provide that service.

These third parties are prohibited from using your personally identifiable information for any other purpose.

Using Technology Better does not share any information with third parties for any unknown or unrelated uses.

What Are Cookies?

A cookie is a very small text document, which often includes an anonymous unique identifier. When you visit a Web site, that site’s computer asks your computer for permission to store this file in a part of your hard drive specifically designated for cookies.

Each Web site can send its own cookie to your browser if your browser’s preferences allow it, but (to protect your privacy) your browser only permits a Web site to access the cookies it has already sent to you, not the cookies sent to you by other sites.

Browsers are usually set to accept cookies. However, if you would prefer not to receive cookies, you may alter the configuration of your browser to refuse cookies.

If you choose to have your browser refuse cookies, it is possible that some areas of our site will not function as effectively when viewed by the users.

A cookie cannot retrieve any other data from your hard drive or pass on computer viruses.

How Do We Use Information We Collect from Cookies?

As you visit and browse our Web site, the site uses cookies to differentiate you from other users. In some cases, we also use cookies to prevent you from having to log in more than is necessary for security.

Cookies, in conjunction with our Web server’s log files, allow us to calculate the aggregate number of people visiting our Web site and which parts of the site are most popular. This helps us gather feedback to constantly improve our Web site and better serve our clients.

Cookies do not allow us to gather any personal information about you and we do not intentionally store any personal information that your browser provided to us in your cookies.


We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.


Links on the Using Technology Better site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of

Changes to Privacy Policy

If we decide to change our privacy policy, we will post those changes to this privacy statement, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it.

We reserve the right to modify this privacy statement at any time, so please review it periodically. If we make material changes to this policy, we will not use the personal information you have submitted to us under this Privacy Policy in a manner that is materially inconsistent with this Privacy Policy, without your prior consent

Delivery Policy

Most goods are digitally delivered instantly via email.  Our services may be delivered either via an online medium or live in person.

For our online delivery see below.  For services delivered live onsite, please refer to our speaker agreement form which is emailed to you on confirmation of booking.

Refund Policy

We do not offer refunds or returns unless we cannot supply goods or services or the goods or services are not delivered as promised.

Australian law is the governing body for all work, goods and services supplied by Using Technology Better.

Marketing Release

Using Technology Better (UTB) may film, record, and photograph me (the results of which are the “Recordings”). UTB may also incorporate into any production(s) any separate content (e.g., quotes, testimonials, biographical information, profiles, photos, videos, sound recordings, artwork, etc.) I provide to UTB or approve in writing (“Materials”).


I grant to UTB an irrevocable, perpetual, worldwide, royalty-free license to, in its sole discretion, (i) edit, translate, and modify the Recordings and the Materials, (ii) attribute the Recordings and Materials to me by my name, age, and city and state of residence, (iii) incorporate the Recordings and the Materials into content to promote UTB, its programs, or products (“Content”), and (iv) publicly use, distribute, reproduce, create derivative works from, and perform/display the Content, and any excerpts thereof, in any language.

2. No Compensation.

I grant this permission without any financial or other obligation of any nature.


For any issues or concerns please contact us